Customer Service Supervisor, San Juan

Tradewind Aviation is a leading Part 135 commuter and on-demand private charter operator with operational bases at the Waterbury/Oxford, CT (OXC), Westchester, NY (HPN), Stuart, FL (SUA) and San Juan, PR (SJU) airports. Founded by aviation enthusiasts in 2001 on the premise that all flights deserve the highest quality aircraft, crew, and service, Tradewind provides personal air travel—both private and scheduled service—throughout North America and the Caribbean.

For more details visit www.flytradewind.com

ABOUT THE CANDIDATE / ROLE

Tradewind Aviation is looking for a full-time San Juan Customer Service Supervisor to be based at our Caribbean base in San Juan, PR. This includes providing strong, positive leadership, guidance, and continuous training to the team in line with our company goals. They will promote and maintain a healthy work culture that produces excellent employee morale, and attracts the highest level of talent, while encouraging continuous growth. The Supervisor will consistently strive for top-tier customer service at every client interaction. Specifically, the San Juan Station Supervisor is responsible to:

RESPONSIBILITIES

• Assist the San Juan Station Manager in overseeing and managing the Tradewind San Juan Station employees and services.
• Ensure the day-to-day operation runs effectively in accordance with the established policies and procedures of the company and respective regulatory agencies
• Be an expert in customer service
• Efficiently coordinate and monitor all aspects of the operation
• Ensure important information is being communicated appropriately between shifts
• Liaison between company departments, vendors, and regulatory agencies
• Develop and provide training and coaching to station personnel and vendors
• Approve time off requests while maintaining appropriate staffing levels
• Assist with recruitment and termination of employees
• Responsible for always tracking and improving the quality of services provided by the San Juan Station
• Measure and analyze employee performance and ensure all company procedures, protocols, and standards are followed by the employees
• Be strategic in thought processes and decision-making
• Develop and maintain documentation regarding employee conduct, client issues, feedback, and disciplinary actions
• Take lead on service disruptions and direct appropriate follow-up
• Observe safe ground handling procedures and maintenance of ground service equipment, including the performance of equipment checks
• Ensure compliance of all safety procedures and airline policies
• Ensure GOM procedures are always followed
• Other duties as assigned by San Juan Station Manager or Caribbean General Manager